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What type of information concerning policies and procedures do employees often extract from an internal business report?
Product quality
Make sure the mistake is corrected
Make sure you clearly understand customers' inquiries
Calling to make sure the products are satisfactory
New personnel regulations
Loss of sales
Slow/Methodical
Slow/Methodical
George sold Sandy a new living room set. What should George do as an effective follow-up to provide good service and develop a strong relationship with her?
Product quality
Make sure the mistake is corrected
Make sure you clearly understand customers' inquiries
Calling to make sure the products are satisfactory
New personnel regulations
Loss of sales
Slow/Methodical
Slow/Methodical
What kind of customer would make the following statement: "I just don't know which of these my girlfriend would like best. I had better come back at another time."
Product quality
Make sure the mistake is corrected
Make sure you clearly understand customers' inquiries
Calling to make sure the products are satisfactory
New personnel regulations
Loss of sales
Slow/Methodical
Slow/Methodical
What should you do to demonstrate a customer-service mindset in the following situation: An irate business customer yells at you because of a billing error?
Product quality
Make sure the mistake is corrected
Make sure you clearly understand customers' inquiries
Calling to make sure the products are satisfactory
New personnel regulations
Loss of sales
Slow/Methodical
Slow/Methodical
What kind of customer would make the following statement: "I must compare the different shades of color and fabrics available for a new comforter set."
Product quality
Make sure the mistake is corrected
Make sure you clearly understand customers' inquiries
Calling to make sure the products are satisfactory
New personnel regulations
Loss of sales
Slow/Methodical
Slow/Methodical
What is a guideline for employees to follow in handling customer inquiries?
Product quality
Make sure the mistake is corrected
Make sure you clearly understand customers' inquiries
Calling to make sure the products are satisfactory
New personnel regulations
Loss of sales
Slow/Methodical
Slow/Methodical
What is a cost associated with customer complaints?
Product quality
Make sure the mistake is corrected
Make sure you clearly understand customers' inquiries
Calling to make sure the products are satisfactory
New personnel regulations
Loss of sales
Slow/Methodical
Slow/Methodical
Which of the following would be the most likely cause of customer complaints?
Product quality
Make sure the mistake is corrected
Make sure you clearly understand customers' inquiries
Calling to make sure the products are satisfactory
New personnel regulations
Loss of sales
Slow/Methodical
Slow/Methodical
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